Ford C-MAX Hybrid / Energi (2016 year). Manual — part 83

SYNC™ TROUBLESHOOTING

Your SYNC system is easy to use. However,
should questions arise, see the tables
below.

Use the website at any time to check your
phone's compatibility, register your
account and set preferences as well as
access a customer representative via an
online chat (during certain hours). Visit
www.SYNCMyRide.com,
www.SYNCMyRide.ca or
www.syncmaroute.ca for more
information.

Phone issues

Possible solution(s)

Possible cause(s)

Issue

Review your phone's manual
about audio adjustments.

The audio control settings
on your phone may be
affecting SYNC perform-
ance.

There is excessive back-
ground noise during a phone
call.

Try turning off the device,
resetting the device,
removing the device's
battery, then trying again.

This may be a possible
phone malfunction.

During a call, I can hear the
other person but they
cannot hear me.

Go to the website to review
your phone's compatibility.

This is a phone-dependent
feature.

SYNC is not able to down-
load my phonebook.

Try turning off the device,
resetting the device or
removing the device's
battery, then trying again.

This may be a possible
phone malfunction.

Try pushing your phonebook
contacts to SYNC by using
the Add Contacts feature.
Use the SYNCmyphone
feature available on the
website.

Try pushing your phonebook
contacts to SYNC by using
the Add Contacts feature.

This may be a limitation on
your phone's capability.

The system says Phonebook
Downloaded but the
phonebook in SYNC is
empty or missing contacts.

If the missing contacts are
stored on your SIM card, try
moving them to the device
memory.
Remove any pictures or
special ring tones associ-
ated with the missing
contact.

Phone issues

Possible solution(s)

Possible cause(s)

Issue

Depending upon your phone,
you may have to grant SYNC
permission to access your
phonebook contacts. Make
sure to confirm when
prompted by your phone
during the phonebook
download.

Go to the website to review
your phone's compatibility.

This is a phone-dependent
feature.

I am having trouble
connecting my phone to
SYNC.

Try turning off the device,
resetting the device or
removing the device's
battery, then trying again.

This may be a possible
phone malfunction.

Try deleting your device
from SYNC, deleting SYNC
from your device and trying
again.
Check the security and auto
accept and prompt always
settings relative to the SYNC
Bluetooth connection on
your phone.
Update your device's firm-
ware.
Turn off the Auto phone-
book download setting.

Go to the website to review
your phone's compatibility.

This is a phone-dependent
feature.

Text messaging is not
working on SYNC.

Try turning off the device,
resetting the device or
removing the device's
battery, then trying again.

This may be a possible
phone malfunction.

USB and media issues

Possible solution(s)

Possible cause(s)

Issue

Try turning off the device,
resetting the device,
removing the device's
battery, then trying again.

This may be a possible
device malfunction.

I am having trouble
connecting my device.

Make sure you are using the
manufacturer's cable.
Make sure you insert the
USB cable correctly into the
device and the USB port.
Make sure that the device
does not have an auto-
install program or active
security settings.

Make sure you are not
leaving the device in your
vehicle during very hot or
cold temperatures.

This is a device limitation.

SYNC does not recognize
my device when I turn on the
car.

Review the device compatib-
ility chart on the SYNC
website to confirm your
phone supports the
Bluetooth audio streaming
function.

This is a phone-dependent
feature.
The device is not connected.

Bluetooth audio does not
stream.

Make sure you correctly
connect the device to SYNC,
and that you have pressed
play on your device.

Make sure that all song
details are populated.

Your music files may not
contain the correct artist,
song title, album or genre
information.

SYNC does not recognize
music that is on my device.

Some devices require you to
change the USB settings
from mass storage to MTP
class.

The file may be corrupted.
The song may have copy-
right protection, which does
not allow it to play.

Vehicle Health Report and Services (Traffic, Directions and Information) issues

Possible solution(s)

Possible cause(s)

Issue

This is a free feature, but you
must first register online to
use it.

You did not activate your
account on the website.
You may have the wrong
VIN (vehicle identification
number) listed.

I received a text that I did
not activate Vehicle Health
Report.

Make sure that your VIN is
correctly listed in your
account.

When you register your
account, you must choose a
preferred dealer. If it already
lists a dealer, try selecting
another dealer and logging
out. Log back in, change it
back to your preferred
dealer, and retrieve the
report.

The preferred dealer
information did not load
correctly.

I am unable to retrieve the
report on the website, or I
receive a system error.

Update your cellular number
in your account on the
website.

This could be due to your
phone's compatibility.
Bad signal strength.

I am unable to submit a
report.

Make sure you have full
signal strength and that your
Bluetooth volume level has
been turned up.

You did not register your
phone correctly on the
website.

Make sure the currently
connected phone is
registered on your
SYNCMyRide account.
Try deleting your phone and
performing a clean pairing.

This is a free feature, but you
must first register online to
use it.

You did not activate this
phone for this service.
Your phone has ID blocker
active.

I heard a commercial when
I tried to use Traffic, Direc-
tions and Information.

Turn off ID blocker on your
phone as the system recog-
nizes you by your phone
number.
Make sure the currently
connected phone is the
same one that is registered
on your SYNCMyRide
account.